# Resolving damage by filing a claim | US hosts > Report damage and choose a resolution path You must report damage no more than 24 hours after the trip ends to start the resolutio... Source: https://help.turo.com/en_us/reporting-and-resolving-damage-or-us-hosts-SymY8VlN5 Last updated: 2026-08-18T15:59:59.744Z ## File a claim for Turo to manage You must [report damage](https://turo.com/resolutions) no more than 24 hours after the trip ends to start the resolution process. If you choose to file a claim and have Turo manage it, a claims associate will be in touch within 24 business hours. You can view filed claims on [your claims dashboard](https://help.turo.com/viewing-and-managing-claims-dashboard-S1FAwXad5).  In the unfortunate and rare case that your vehicle is missing or stolen during a Turo trip, our investigators will work with you and law enforcement to try and recover your car. That process may take up to 30 days from the time we receive the police report. We'll process the claim once we’ve recovered the vehicle or 30 days have passed. If you initially chose to resolve directly with your guest, you can escalate to Turo and file a claim instead. You generally have 20 days after the trip has ended to escalate a claim to Turo. However, if you can show you’ve been actively working with the guest’s personal insurer to resolve, you can escalate outside that 20-day window.   ## Turo determines claim and repair eligibility and validity ### Claim eligibility We’ll take up to three business days to determine if the claim is eligible for reimbursement under your earnings plan. We’ll check if the damage occurred during the trip is wear and tear, is related to a [Terms of Service](https://turo.com/policies/terms) violation, or is related to any [prohibited uses](https://help.turo.com/prohibited-uses-Hyi0E4l49). If we need additional information to determine eligibility, we’ll let you know what those are during this period.  Turo doesn’t cover [mechanical failure](https://help.turo.com/detailed-explanation-of-protection-plans-or-us-hosts-ByMOIVxEc), unless it’s clearly caused by a guest’s negligence or intentional misuse. If a claim involves mechanical damage, we may ask for a dealership or mechanic to provide a diagnostic report assessing the damage and its cause. This report must be signed, submitted on the business’s letterhead, and may include photos of the affected parts. An estimate covering repair costs can’t substitute for a diagnostic report. ### Repair reimbursement eligibility Effective August 18, 2026, Turo earnings plans will no longer include reimbursement for repairs performed at certain facilities. [Learn more about this change and which facilitates are not eligible for reimbursement](https://help.turo.com/detailed-explanation-of-protection-plans-or-us-hosts-ByMOIVxEc).  ### Claim validity We take every claim seriously and spend time validating each one, so it’s important you file only valid claims. Examples of invalid claims include, but aren’t limited to, submissions for damage that is pre-existing, that didn’t occur during a Turo trip, that has been altered, or that isn’t covered by the earnings plan you chose. Learn more about avoiding invalid claims and [material misrepresentation](https://help.turo.com/material-misrepresentation-BkKQ84xE9). If we find a claim to be invalid, we’ll charge you a fee and collect against your future earnings or from your Stripe account. See [Turo's list of violation fees for hosts](https://help.turo.com/host-fees-r1aIIExV5) for specific costs of misrepresentation, frivolous claims, and missing damage photos. ## Appraiser estimates damage repair costs   Once we confirm your claim is eligible, we’ll send it to a third-party appraiser who, in most cases, can complete an estimate of damage costs in less than a day using photo-based appraisal. If the damage is more severe or complex or photo quality is low, we’ll send a field appraisal team to inspect your vehicle. Cases requiring physical inspection may take five to seven days to complete. It depends on location, vehicle accessibility, and other factors.  ## Turo issues payment for repairs We’ll issue payment for damage costs above your earnings plan’s damage responsibility. Turo uses the term “damage responsibility” to mean the amount you’re responsible for **_before_** you’re eligible for reimbursement for any physical damage to your vehicle that happens during a trip. Your damage responsibility and a guest’s out-of-pocket costs are separate, so you may both be responsible for some costs on the same damage claim.  We’ll send you an electronic link to complete the payment process. Payments typically reach the designated account within four business days Hosts can rely on our partners at [CrashBay](https://crashbay.com) to find a local, trusted repair shop in their area and schedule an appointment for a free estimate. If you have your vehicle repaired at a shop listed on CrashBay, we’ll pay the repair shop directly and apply your applicable host damage responsibility. If you take the vehicle to a garage not listed on CrashBay or prefer to receive cash in lieu of repairs, we’ll pay you the net price minus your plan’s damage responsibility.  If Turo has communicated a preferred vendor for services such as glass repair/replacement, key replacement or other repair processes, the necessary repair cost is the pricing from the preferred provider. While you are allowed to use your own vendor, the most your earnings plan will reimburse for necessary repair costs is the amount that the Turo-approved vendor would perform them for, with no additional markup. If the repair facility you chose charges higher than the prevailing labor rates, the difference in cost is the host responsibility.